Privacy Level in Private Community Pharmacies in Saudi Arabia: A Simulated Client Survey

Abstract

Background: Maintaining privacy during patient counseling is critical, especially with respect to sensitive client issues. In general, community pharmacy practice in Saudi Arabia is considered substandard in several aspects, particularly with respect to the privacy it offers to pharmacy clients. However, to date, maintenance of privacy in Saudi Arabian community pharmacies has not been studied using a practical, measurable method. Objective: This study investigates the level and quality of privacy offered by community pharmacies in Madinah, Saudi Arabia. Methods: This study randomly selected 80 pharmacies, which were visited by a simulated client and a simulated customer who were instructed to engage in a standard scenario. During each pharmacy visit, the simulated client asked the on-duty pharmacist about the correct use of a medication intended for a vaginal disease. The simulated customer pretended to look for a nonmedical product on the shelf nearest to where the client-pharmacist consultation took place and observed whether the conversation was audible. Further, privacy facilities and pharmacist behaviors were documented. Results: A designated consultation area was found in only one pharmacy; however, it was not used and not designed as separate from the pharmacist's counter. Although a designated waiting area was found in the same pharmacy, it was located too close for privacy to be maintained. Other physical measures of privacy were unavailable in all the other pharmacies. Regarding the simulated client-pharmacist consultation, the conversation was audible to the simulated customer in 63% of the pharmacies. Further, in most of the visited pharmacies, there was only one pharmacist on duty. Finally, a female pharmacist was found in only one pharmacy. Conclusions: The study concludes that a critical insufficiency in privacy exists in community pharmacies in Saudi Arabia. It reveals that most pharmacies must be infrastructurally redesigned to provide acceptable privacy levels. Further, the number of

Community pharmacy services and preparedness during COVID-19 outbreak in Madinah, Saudi Arabia

“…It was noticed that in about 62% of the visited pharmacies there were only two personnel (a pharmacist and an assistant). A similar finding was reported in a previous study in Madinah community pharmacies ( Khojah, 2019 ). There must be at least one employee responsible for monitoring customers’ compliance with the protective instructions and preventing those who do not wear masks from entering, as well as allowing a limited number of them to enter when crowded.…”

“…However, the situation with COVID-19 is quite different and community pharmacies must spontaneously participate in educating the public. Also, carelessness about social distancing in Madinah private community pharmacies was reported in another study where privacy, in the form of social distancing, was almost absent during patient counseling ( Khojah, 2019 ). This may indicate a perceptional defect about the concept of social distancing among community pharmacists and in the society, as well.…”

“…This observational study aimed at exploring the services provided by community pharmacies in Madinah, Saudi Arabia, a city with high prevalence of COVID-19 cases (compared with other Saudi cities). The sample size of pharmacies in this survey ( n = 100) is believed to be satisfactory based on a recent study wherein it was reported that the total number of community pharmacies in Madinah is 353 ( Khojah, 2019 ). Community pharmacies are cornerstones in providing medications and health products to the public.…”

Publics’ Perceptions of Community Pharmacists and Satisfaction with Pharmacy Services in Al-Madinah City, Saudi Arabia: A Cross Sectional Study

“…There is increased concern among customers about the level of privacy and utilization of community pharmacy services. Therefore, a need to regulate community pharmacy ‘spaces’ to ensure privacy is justified, to allow pharmacists to make use of their knowledge about medicines and health conditions and to make informed decisions regarding treatment options [ 43 ].…”

The Quality of Counselling for Oral Emergency Contraceptive Pills—A Simulated Patient Study in German Community Pharmacies

“…Not only pharmacists but pharmacy technicians and pharmaceutical technical assistants are authorised to provide counselling for dispensing medicinal products such as the emergency contraceptive pill in Germany. Considering that the issue is still a sensitive one for many consumers, maintaining the privacy of the customer for this indication is a particularly important counselling criterion [ 21 , 22 , 23 , 24 ]. Nevertheless, both the Ordinance on the Operation of Pharmacies in Germany and the BAK recommendations expect that the counselling is conducted in private to maintain confidentiality and prevent other customers overhearing the counselling as far as possible [ 15 , 25 ].…”